Customer Service Policy: Darntougho — Support for Every Step of Your Journey

At Darntougho, we know a great pair of merino wool socks can make or break your day—whether you’re hiking a mountain, logging a run, or standing through a work shift. Our commitment to you doesn’t end when you click “buy”; we’re here to help with everything from choosing the right sock for your activity to caring for your merino wool favorites. Below’s how we support you, every step of the way.

1. Order Inquiries & Tracking: Stay in the Loop

We want you to know exactly when your socks will arrive—so you can plan your next hike, run, or workweek with confidence:

  • Order Confirmation: Within 1 hour of placing your order, you’ll receive a confirmation email (check your spam folder!) with your order number, sock details (e.g., “Hiking Merino Wool Socks – Charcoal – Size M”), and estimated shipping date. If you don’t see it, reach out immediately—we’ll resend it.
  • Shipping Updates: Once your order ships (usually 1–2 business days for in-stock socks), we’ll send a tracking link to your email. Use it to follow your package—whether it’s a pair of running socks heading to your door or a 3-pack of work socks for the office.
  • Need Help Fast?: If your order is delayed, tracking isn’t updating, or you need to adjust details (like a shipping address) after purchase, email [email protected] with your order number. We reply within 24 hours on weekdays (48 hours on weekends/holidays) and prioritize urgent requests—like socks for an upcoming hiking trip.

2. Returns & Exchanges: Flexible for Your Fit

We get it—sock fit is personal. A size that works for one hiker might not feel right for another runner. Here’s how we make returns and exchanges easy:

  • Return Window: 45 days from the date you receive your order. We extend this window because we know merino wool socks are often bought for seasonal activities (e.g., winter hiking socks in summer)—this lets you test them when you need them most.
  • Item Condition: Socks must be unused, unwashed, and in their original packaging with tags attached. We understand you might want to “try on” a pair at home (e.g., checking fit with hiking boots or work shoes)—just avoid wearing them outside, washing them, or removing tags before deciding.
  • Exceptions: Final sale items (marked “Final Sale” on product pages—often discounted multi-packs or limited-edition colors) are non-returnable/non-exchangeable. We also can’t accept returns for socks that show signs of wear (e.g., pilling from use, stains, stretched cuffs) or damage from improper care (e.g., machine-dried on high heat, bleached).
  • How to Start: Email [email protected] with your order number, the sock(s) you want to return/exchange, and why (e.g., “Size too small,” “Color doesn’t match gear,” “Need running socks instead of hiking”). We’ll send a pre-paid return label (U.S. orders) or a return address (international orders) with step-by-step instructions.
  • Exchanges: If you need a different size, color, or style (e.g., swapping work socks for running socks), we’ll ship the replacement for free once we receive your return—subject to stock. For time-sensitive needs (e.g., socks for a weekend hike), we can prioritize shipping the new pair first (just ask!).

3. Product Support: Expert Help for Your Merino Socks

Our team isn’t just customer service—we’re merino wool and sock experts. Here’s how we help you get the most out of your Darntougho socks:

  • Pre-Purchase Guidance: Unsure which sock is right for you? (e.g., “Do the hiking socks have enough cushion for rocky trails?” “Are the work socks thick enough for steel-toe boots?”) Email us with your activity (hiking, running, work) and needs (e.g., “I have wide feet,” “I need socks for cold-weather runs”), and we’ll recommend the perfect pair. We can also share fit tips—like sizing up for thick hiking boots.
  • Post-Purchase Care: Merino wool needs gentle care to stay soft and durable. If you’re unsure how to wash your socks (e.g., “Can I machine wash them?” “Do I need to air dry?”), we’ll send you a detailed care guide (e.g., “5 Tips to Keep Your Merino Wool Socks Lasting Years”) or answer specific questions. We can also help with common issues—like removing pilling or fixing minor loose threads.
  • Warranty Support: All Darntougho merino wool socks come with a 1-year warranty against defects in materials or craftsmanship (e.g., a seam unraveling, a hole forming in the toe without wear). If your socks fail under warranty, email us with photos of the issue and your order number—we’ll replace them for free, no questions asked.

4. Damaged, Defective, or Incorrect Items: We Fix It Fast

Mistakes or defects happen—but we resolve them quickly so you can get back to your activity:

  • Damaged in Transit: If your socks arrive with holes, torn packaging, or stains (from shipping), email us within 48 hours of delivery with photos of the damage and packaging. We’ll send a replacement pair for free (no need to return the damaged ones—keep them for at-home use if you want!) or issue a full refund.
  • Defective Socks: If your socks have a defect (e.g., uneven stitching, a missing elastic cuff, thin spots) within 30 days of receipt—even if you’ve worn them a few times—we’ll refund you in full. Just email us with details and photos, and we’ll handle it without hassle.
  • Wrong Item Sent: Got running socks instead of work socks? Or the wrong size/color? Our bad. Email us with photos of the incorrect item, and we’ll:
  • Ship the correct socks via expedited shipping (free of charge).
  • Let you keep the wrong pair (donate them, or gift them to a friend!) or return them with a pre-paid label—your choice.

5. Accessibility & Inclusivity: Socks for Everyone

We believe great merino wool socks should fit and serve everyone. Here’s how we make our service accessible:

  • Size Inclusivity: If a sock style doesn’t come in your size (e.g., extra-large for wide feet, extra-small for kids), email us—we track demand and often expand sizes based on customer feedback.
  • Accessibility Support: If you need help navigating the site (e.g., reading product details, filtering socks by activity), or placing an order (e.g., via phone), let us know. We’ll adapt to your needs to ensure you find the right socks for your lifestyle.

6. Contact Us: How to Reach Our Team

We’re here when you need us—whether it’s a quick fit question or a post-purchase concern:

  • Email: [email protected] (our main hub—replies within 24 hours weekdays).
  • Phone: 1-XXX-DARNTUGH (Monday–Friday, 9 AM–5 PM EST) for urgent requests (e.g., socks for a hiking trip this weekend).
  • Social Media: DM us on Instagram/Facebook for fast tips (e.g., “How to wash merino socks?”) or order updates.

When reaching out, include your order number (if applicable) and clear details—this helps us resolve your issue faster, so you can get back to what you love: hiking, running, or working comfortably.

Our Promise

At Darntougho, customer service isn’t just a policy—it’s a promise that we stand behind the socks you rely on. We want you to shop with confidence, knowing if something’s not right, we’ll make it right. Because your feet deserve support—both from great socks and great service.

— The Darntougho Team